Returns and Refunds Policy

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Your local grocer takes pride in the high quality of their fresh food and packaged goods. That's why they guarantee your satisfaction with every product, every time. If you are dissatisfied with any item in your order, please contact your local grocer right away — the store will either replace it with an acceptable item, refund 100% of the cost for that item, or provide an alternative solution. 

 

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7 Comments

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    Susan Boland

    Recently, on my March 15th order, I ordered 3 1/2 pounds of king crab legs.  I have ordered them before that order and the king crab legs were delicious and wonderful.  I just cooked them for guests I invited for dinner.  The legs, unfortunately were very mushy.  I was kind of embarrassed because of that, although my friends were quite nice about it.  Is there any way I can be reimbursed for them, or get a duplicate order for no charge?  I do have to tell you that Dash's delivery is very convenient and reliable and I never had  a problem with any groceries.  I do plan to use this service again, as I have placed another order today.  Can you help me out with this issue?  My name is Susan Boland and my e-mail address is cupid5577@hotmail.com along with my telephone number as follows: 716-906-3699.

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    Haley Sammis

    Good Morning Susan, 

    Thank you for letting us know about your recent experience. I will reach out to the Dash's Delivers team, share your concerns and have a member of their management team follow up with you as soon as possible to resolve the situation. 

    We appreciate your business and we will make sure this is made right for you. 

    Warmly, 

    Haley & the Rosie Team

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    James Keech

    complaints about my order of 3/9/18:GK4U3G--

    bag of Youkon Gold potatoes: not included

    2 lbs corned beef--a round was ordered but sliced beef was delivered

    Splenda, 50 count--2 packets were ordered,  granulated boxes were delivered

    english muffins--ad said buy 1, get one fee.  We ordered 2, but received no free muffins despite included note that requested free muffins specifically

    We have notified store & expect phone call3/11/18 after noon to remedy errors.

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    Sarah Patton

    My order was canclled due to a glitch in the Rosie system, I should not have been allowed to enter the order when I did, for the pick up time selected. They told me they didnt have time to get it together ... fine... part of the order was taken out of my bank account. $66.06 to be exact, I keep being told that it's a hold, and it will drop off. September 10th it was WITHDRAWN from my account. It is not a hold.

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    Denise McCarthy

    Sarah,

    Thank you for reaching out to Rosie Support! We are sorry that you experienced this situation. We have processed the refund on your behalf and will be reaching out to your financial institution to see if we can escalate the credit to appear in your bank account. We understand how frustrating this is for you and are working to make this right for you. Thank you for your patience. Have a wonderful day. 

    Best regards, 

    Denise McCarthy

    Head of Support 

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    ERICK JUAREZ

    I placed an order. The order came with multiple substituted items. The order also came with a rotten Coconut 🥥. I took it back and tried to get a refund. The Broulim’s store employee Shannon told me that refunds are not granted for items placed on Rosie. I traveled out of state to purchase a product from a reputable grocery store. I was directed to exchange the coconut by the same employee. The coconuts were all found to have rotteness and one coconut was given to me with the assurance that it was not rotten, it was. Broulim’s does not seem to care about customer loyalty and seems to not have refunds as an option. I will choose to avoid this expensive money trap in the future.

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    Denise McCarthy

    Erick,

    Thank you for reaching out to Rosie Support and letting us know. We are sorry you had such a bad experience with the Broulim's Team. The statement about not being able to receive refunds when placing an order through Rosie is incorrect. I have submitted a refund on your behalf for the coconut. Please allow 5-7 business days for the refund to appear back in your bank account. 

    In the interim, I have reached out to the executive team at Broulim's to discuss this issue. I am positive this will not happen again in the future. Broulim's values all of their customers and customer loyalty is extremely important to them. 

    Please feel free to reach out to us directly by emailing us at support@rosieapp.com if you have any further questions or concerns. 

    Have a wonderful holiday!

    Best Regards, 

    Denise McCarthy

    Head of Support

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